What are the responsibilities and job description for the Director of Client Care position at CLASSIC AIR CARE, LLC?
Job Description
Job Description
Description : About the Role
One Hour Heating and Air Conditioning is seeking a driven and detail-oriented Director of Client Care to join our Virginia Beach team. The Director of Client Care will report directly to the CEO and be responsible for leading the customer service department, ensuring exceptional client experiences, and implementing strategies to enhance customer satisfaction and retention. This role requires a proactive leader who can develop and optimize processes, manage a team, and foster a culture of outstanding service.
Responsibilities
- Oversee the Client Care team (currently 10 team members), ensuring high levels of customer service and responsiveness.
- Develop and implement customer service policies, procedures, and best practices to improve client satisfaction and efficiency.
- Monitor key performance metrics and drive initiatives to enhance customer retention and loyalty.
- Train, coach, and mentor Client Care representatives, dispatchers, and managers to ensure consistency in service delivery.
- Manage customer inquiries, escalations, and conflict resolution with a focus on positive outcomes.
- Collaborate with internal departments (operations, sales, and dispatch, service) to ensure a seamless client experience.
- Implement feedback mechanisms, surveys, and reporting to measure customer satisfaction and identify improvement areas.
- Leverage technology and CRM systems to streamline processes and enhance client communication.
- Develop strategies to proactively address client concerns before they escalate into larger issues.
- Maintain a strong knowledge of HVAC services and offerings to provide accurate and timely client support.
Benefits
Requirements :
Nice to Have (not required)
